Ending your Plusnet Mobile membership made easy

About Plusnet Mobile

Plusnet Mobile operates as a mobile virtual network operator (MVNO) within the United Kingdom, utilising the EE network infrastructure to provide telecommunications services to its customers. As a subsidiary of BT Group plc, Plusnet Mobile has established itself as a budget-friendly mobile service provider, offering straightforward contract and SIM-only plans without the complexity often associated with larger network operators. The service is characterised by its no-frills approach, transparent pricing structures, and customer-centric policies that have resonated with consumers seeking value-oriented mobile solutions.

From a contractual perspective, Plusnet Mobile operates under the regulatory framework established by Ofcom, the UK communications regulator, which mandates specific consumer protection standards. Consequently, all subscription agreements entered into with Plusnet Mobile must comply with the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and telecommunications-specific regulations. These legislative instruments provide subscribers with clearly defined rights regarding contract formation, cancellation procedures, and dispute resolution mechanisms.

The company's registered office is situated at Plusnet Mobile, The Balance, 2 Pinfold Street, Sheffield, S1 2GU, United Kingdom. This address serves as the official correspondence location for all contractual matters, including service modifications, complaint escalations, and formal cancellation notifications. Understanding the significance of this registered address is paramount when exercising your contractual rights, particularly when initiating postal cancellation procedures that require documented proof of delivery.

Furthermore, Plusnet Mobile's operational structure as an MVNO means that whilst it manages customer relationships and billing arrangements, the underlying network infrastructure remains the responsibility of EE. This distinction becomes relevant in contractual disputes, as the terms of service must delineate responsibilities between the service provider and the network operator. Nevertheless, for all contractual purposes, including cancellation procedures, Plusnet Mobile remains the contracting party with whom subscribers maintain their legal relationship.

Membership options and associated costs

Plusnet Mobile's service portfolio comprises two principal categories of subscription agreements: fixed-term contracts and rolling monthly plans. Each category carries distinct contractual obligations, termination provisions, and financial implications that subscribers must comprehend before initiating cancellation procedures. The legal framework governing these agreements differs substantially, particularly regarding early termination fees and notice period requirements.

Fixed-term contract arrangements

Fixed-term contracts typically span twelve or twenty-four months and incorporate both the mobile service provision and, in some instances, handset financing arrangements. These agreements constitute binding contracts whereby the subscriber commits to maintaining the service for the specified duration in exchange for preferential monthly rates or subsidised device costs. The contractual consideration includes not merely the service provision but also the amortisation of any device subsidy across the contract term.

In accordance with standard telecommunications industry practice, Plusnet Mobile's fixed-term contracts include early termination charges (ETCs) that become payable should the subscriber seek to cancel prior to the contract expiry date. These charges represent the remaining contractual obligation and are calculated based on the outstanding monthly payments, adjusted for any device financing component. The Consumer Rights Act 2015 permits such charges provided they constitute a genuine pre-estimate of loss rather than a penalty clause.

Rolling monthly subscription plans

Rolling monthly plans, alternatively termed "30-day contracts," represent a more flexible contractual arrangement wherein the agreement automatically renews each month unless either party provides appropriate notice of termination. These agreements offer significantly greater flexibility regarding cancellation procedures, as they do not incorporate early termination charges beyond the current notice period. The contractual obligation extends only to the completion of the notice period, typically thirty days from the date of cancellation notification.

The pricing structure for rolling monthly plans generally reflects the absence of device subsidisation and the increased flexibility afforded to subscribers. Monthly costs typically range from £6 to £15 depending upon the data allowance, call minutes, and text message allocation. From a contractual perspective, these plans operate under successive fixed-term contracts of one month duration, each subject to the same terms and conditions as the preceding period unless modifications are communicated in accordance with the contract variation provisions.

Additional charges and contractual fees

Beyond the standard monthly subscription fee, subscribers should be cognisant of additional charges that may arise during the contract term or upon cancellation. These may include out-of-bundle usage charges for exceeding allocated data, minutes, or texts, international roaming fees when utilising services outside the UK, and premium rate service charges. Furthermore, should cancellation occur mid-billing cycle, subscribers remain liable for charges accrued up to the effective termination date, calculated on a pro-rata basis where applicable.

Understanding your cancellation rights under UK law

The legal framework governing cancellation rights for mobile telecommunications services in the United Kingdom derives from multiple legislative sources, each providing specific protections and procedural requirements. Principal among these is the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which implements the EU Consumer Rights Directive and establishes comprehensive cancellation rights for distance and off-premises contracts.

Statutory cooling-off period provisions

In accordance with Regulation 29 of the Consumer Contracts Regulations 2013, consumers benefit from a fourteen-day cooling-off period commencing from the date of contract conclusion for service-only agreements, or from the date of receipt for contracts including goods (such as mobile handsets). This statutory right permits cancellation without providing justification and without incurring penalty charges, subject to certain exceptions and conditions.

Nevertheless, subscribers should note that if they have commenced using the service during the cooling-off period, they may be required to pay a proportionate charge for the services supplied up to the point of cancellation notification. This provision, contained in Regulation 36, ensures that consumers cannot benefit from free service usage whilst exercising their cancellation rights. The calculation of such charges must be proportionate and based on the monthly subscription fee divided by the number of days in the billing period.

Contractual cancellation rights beyond the cooling-off period

Following expiry of the statutory cooling-off period, cancellation rights are governed primarily by the contractual terms agreed between the subscriber and Plusnet Mobile, subject to the overarching requirements of fairness and transparency mandated by the Consumer Rights Act 2015. For fixed-term contracts, the right to cancel typically exists throughout the contract term, albeit subject to early termination charges as previously discussed. These charges must be clearly specified in the contract documentation and must not constitute an unfair contract term under Part 2 of the Consumer Rights Act.

For rolling monthly contracts, the contractual terms typically provide for cancellation upon provision of thirty days' notice, though some agreements may specify shorter or longer notice periods. The notice period must be clearly communicated in the pre-contractual information and contract documentation. Furthermore, Ofcom's General Conditions of Entitlement impose additional requirements on communications providers regarding the switching process and contract termination procedures to ensure consumer protection.

Cancellation rights following contract expiry

Upon reaching the minimum contract term of a fixed-term agreement, subscribers enter what is termed an "out-of-contract" period. In accordance with recent regulatory changes implemented by Ofcom, providers must notify customers between ten and forty days before the end of their minimum contract term, informing them of their options. Once out-of-contract, subscribers typically transition to a rolling monthly arrangement and may cancel with thirty days' notice without incurring early termination charges.

Consequently, understanding your precise contractual position is essential before initiating cancellation procedures. Subscribers should review their contract start date, minimum term duration, and current contractual status to determine applicable cancellation provisions and potential financial implications.

Step-by-step postal cancellation guide

Whilst telecommunications providers increasingly encourage digital communication channels, postal cancellation remains the most legally robust method for terminating service agreements. This section provides comprehensive guidance on executing a postal cancellation that complies with contractual requirements and establishes irrefutable evidence of your cancellation request.

Why postal cancellation provides superior legal protection

From a contract law perspective, postal cancellation offers several distinct advantages over alternative communication methods. Firstly, the postal rule in contract law establishes that acceptance (or in this context, notice) takes effect upon posting rather than upon receipt, provided the postal method is reasonable in the circumstances. This principle, established in Adams v Lindsell (1818), provides temporal certainty regarding when notice was given.

Furthermore, utilising Recorded Delivery or Special Delivery services through Royal Mail provides documentary evidence of posting and delivery, creating an evidential presumption that the notice was received by the addressee. This proof becomes invaluable should disputes arise regarding whether proper notice was provided or concerning the effective date of cancellation. Online methods, conversely, may be subject to technical failures, account access issues, or disputes regarding whether the cancellation was properly submitted through the provider's systems.

Additionally, postal communication creates a physical record that exists independently of the service provider's systems. This independence ensures that your cancellation request cannot be lost due to system errors, cannot be disputed as having been improperly submitted, and provides you with a permanent record of the communication. Services such as Postclic facilitate this process by enabling you to send tracked letters digitally whilst maintaining the legal robustness of postal communication, combining convenience with evidential certainty.

Preparing your cancellation correspondence

Your cancellation letter should be drafted with precision and should include all information necessary to identify your account and clearly communicate your intention to terminate the service agreement. Essential elements include your full name as it appears on the account, your Plusnet Mobile account number or telephone number, your current address, and an unambiguous statement of your intention to cancel the service.

Furthermore, you should specify your desired cancellation date, acknowledging any applicable notice period. For example, if your contract requires thirty days' notice, you should state: "I hereby provide notice of my intention to cancel my mobile service agreement, with the cancellation to take effect thirty days from the date of this letter, or on [specific date], whichever is later." This formulation demonstrates your understanding of the contractual requirements whilst clearly communicating your intentions.

Additionally, include reference to any specific contractual provisions you are relying upon, such as "in accordance with clause [X] of my service agreement" or "pursuant to my statutory rights under the Consumer Contracts Regulations 2013" if cancelling within the cooling-off period. Request written confirmation of the cancellation, including confirmation of the final billing date, any outstanding charges, and the effective date of service termination.

Addressing your cancellation letter correctly

Ensuring your cancellation correspondence reaches the appropriate department is paramount. The official address for contract cancellations and formal notices to Plusnet Mobile is:

• Plusnet Mobile
• The Balance
• 2 Pinfold Street
• Sheffield
• S1 2GU
• United Kingdom

This address represents the registered office of Plusnet and serves as the official location for all contractual correspondence. When preparing your envelope, ensure the address is clearly written or printed, and consider marking the envelope "CANCELLATION NOTICE" to ensure appropriate routing within the organisation.

Selecting appropriate postal service options

For cancellation correspondence, utilising Royal Mail's Recorded Delivery or Special Delivery services is strongly recommended. Recorded Delivery provides proof of posting and online tracking, with a signature obtained upon delivery. This service typically costs £3.35 (as of current Royal Mail pricing) and provides evidence that can be used in any subsequent dispute regarding whether notice was properly given.

Special Delivery Guaranteed, whilst more expensive at approximately £7.50 for next-day delivery, provides additional benefits including guaranteed delivery by 1pm the following working day (for most UK addresses), compensation up to £500 if the item is lost or damaged, and enhanced tracking capabilities. For high-value contracts or situations where timing is critical, this premium service may be justified.

Alternatively, services such as Postclic streamline this process by allowing you to compose, send, and track your cancellation letter entirely digitally. Postclic handles the printing, enveloping, and posting of your letter using tracked postal services, providing you with digital proof of posting and delivery confirmation. This approach combines the legal robustness of postal communication with the convenience of digital services, whilst ensuring professional formatting and appropriate postal service selection.

Maintaining comprehensive records

Meticulous record-keeping is essential when executing a postal cancellation. Retain copies of all correspondence, including your cancellation letter, the posting receipt, and any tracking information provided by Royal Mail or your postal service provider. Photograph or scan these documents to create digital backups, and maintain both physical and electronic copies for at least six years, which represents the limitation period for contract claims under the Limitation Act 1980.

Furthermore, monitor your Royal Mail tracking reference regularly and save screenshots showing the delivery status. Once delivery is confirmed, note the date and time of delivery in your records. Should Plusnet Mobile subsequently dispute that they received your cancellation notice, this evidence will be determinative in establishing that proper notice was provided in accordance with your contractual obligations.

Following up on your cancellation request

Following confirmation of delivery, allow five to seven working days for Plusnet Mobile to process your cancellation request and issue confirmation. If you do not receive written acknowledgement within this timeframe, you should send a follow-up letter referencing your original cancellation notice and requesting immediate confirmation. This follow-up should also be sent via tracked postal service to maintain the evidential chain.

Upon receiving cancellation confirmation, review it carefully to ensure it accurately reflects your requested cancellation date and confirms that no further charges will be applied beyond that date. If the confirmation contains errors or discrepancies, immediately write to Plusnet Mobile highlighting the issues and requesting correction. All such correspondence should continue to utilise tracked postal services to maintain documentary evidence.

Common reasons for cancelling Plusnet Mobile service

Understanding the typical circumstances that prompt subscribers to terminate their mobile service agreements provides valuable context for the cancellation process and may inform your approach to the termination procedure. Whilst the legal right to cancel exists regardless of the underlying motivation, certain reasons may engage additional consumer protection provisions or alternative dispute resolution mechanisms.

Service quality and network performance issues

Network coverage inadequacies, persistent connection problems, or degraded service quality constitute frequent grounds for contract termination. From a contractual perspective, mobile service providers undertake an implied obligation to provide services with reasonable care and skill, as mandated by Section 49 of the Consumer Rights Act 2015. Where service quality falls below the standard a reasonable person would expect, this may constitute a breach of contract entitling the subscriber to terminate without penalty.

Furthermore, if service issues have been reported to Plusnet Mobile and remain unresolved despite reasonable opportunity for rectification, subscribers may have grounds to argue that they are entitled to cancel without paying early termination charges, even within a fixed-term contract. This position derives from the fundamental principle that a party cannot be held to a contract when the other party is in material breach of their obligations. Nevertheless, subscribers should document all service issues and correspondence thoroughly to substantiate any such claim.

Financial considerations and pricing concerns

Changes in personal financial circumstances frequently necessitate review of discretionary expenditure, including mobile service subscriptions. Additionally, subscribers may identify more competitive offerings from alternative providers that better align with their budgetary requirements. From a purely contractual perspective, such financial motivations do not typically provide grounds for avoiding early termination charges on fixed-term contracts, as the subscriber remains bound by the agreed contractual terms.

Nevertheless, Ofcom's regulations require providers to give advance notice of price increases, and in certain circumstances, mid-contract price increases above inflation may provide grounds for penalty-free cancellation. Specifically, if your contract does not explicitly permit price increases linked to a specific index (such as RPI or CPI), any price increase may constitute a material variation entitling you to terminate. This principle was reinforced by Ofcom's 2014 statement on contract variations and consumer protection.

Relocation and geographical factors

Relocation to areas with inadequate network coverage or movement outside the United Kingdom may render the mobile service contract impracticable or impossible to perform. In contract law terms, this raises questions of frustration of contract or impossibility of performance. Where a subscriber relocates to an area where Plusnet Mobile (operating on the EE network) cannot provide adequate coverage, this may constitute grounds for arguing that the contract has been frustrated.

The doctrine of frustration, however, applies only in limited circumstances where performance has become impossible or radically different from what was contemplated. Mere inconvenience or reduced service quality is typically insufficient. Nevertheless, providers often exercise discretion in such circumstances, and subscribers facing genuine coverage issues due to relocation should communicate these circumstances when requesting cancellation, as providers may waive early termination charges as a gesture of goodwill.

Switching to alternative providers

The desire to consolidate services with a single provider, access superior network coverage, or take advantage of promotional offers from competitors represents a common motivation for contract termination. Ofcom's switching regulations, implemented to facilitate consumer mobility between providers, establish procedures designed to simplify the switching process whilst protecting consumer interests.

Under the current switching framework, subscribers wishing to retain their telephone number whilst moving to a new provider should request a Porting Authorisation Code (PAC) from Plusnet Mobile. The PAC remains valid for thirty days and, when provided to the new provider, initiates the switching process. Importantly, providing a PAC to a new provider constitutes notice of cancellation to Plusnet Mobile, with the cancellation taking effect when the number is successfully ported. This process operates independently of any early termination charges that may be applicable to fixed-term contracts.

Contractual disputes and complaint escalation

Unresolved disputes regarding billing, service provision, or contract terms may ultimately lead subscribers to conclude that the relationship with Plusnet Mobile is no longer tenable. In such circumstances, subscribers should be aware of the structured complaint resolution process mandated by Ofcom, which requires providers to maintain accessible complaints procedures and to provide clear information about escalation routes.

If internal complaint procedures fail to resolve the dispute satisfactorily, subscribers may escalate their complaint to the Communications Ombudsman (previously Ombudsman Services: Communications), which provides free, independent dispute resolution for telecommunications matters. Importantly, pursuing a complaint through the Ombudsman does not preclude cancelling your service, though you should continue paying contractual charges during the complaint process unless specifically advised otherwise, as non-payment may be treated as breach of contract.

Bereavement and incapacity situations

The death or loss of mental capacity of a subscriber creates specific legal circumstances requiring sensitive handling. Where a subscriber dies, the contract does not automatically terminate but rather becomes an obligation of the estate. Executors or administrators should notify Plusnet Mobile of the death, providing a copy of the death certificate, and request termination of the service. Most providers waive early termination charges in such circumstances as a matter of policy, though this is a discretionary practice rather than a legal obligation.

Similarly, where a subscriber loses mental capacity, an attorney under a Lasting Power of Attorney or a court-appointed deputy may act on their behalf to terminate the contract. Providers typically require evidence of the authority to act, such as a certified copy of the registered LPA or court order. In such circumstances, clearly explaining the situation and providing appropriate documentation should result in sympathetic handling and waiver of any early termination charges.

Post-cancellation considerations and final account settlement

The cancellation process does not conclude with the submission of your cancellation notice; rather, several post-cancellation obligations and considerations require attention to ensure complete contract closure and to protect your interests.

Final billing and account settlement

Following the effective date of cancellation, Plusnet Mobile will generate a final bill encompassing all charges up to the termination date. This bill may include the final month's subscription charges (calculated pro-rata if cancellation occurs mid-billing cycle), any early termination charges if applicable, and charges for any out-of-bundle usage incurred before cancellation. Subscribers should review this final bill meticulously to ensure accuracy and should query any charges that appear incorrect or unexplained.

Furthermore, if you pay by Direct Debit, you should not cancel the Direct Debit instruction until after the final payment has been collected and you have confirmed that no further charges are outstanding. Cancelling the Direct Debit prematurely may result in missed payments, which could affect your credit rating and may result in debt collection procedures. Once the final bill is paid and you have received confirmation that the account is closed with zero balance, you may then cancel the Direct Debit instruction through your bank.

Number porting and retention considerations

If you wish to retain your mobile telephone number when switching to a new provider, you must request a PAC before your service is cancelled. The PAC remains valid for thirty days and allows your new provider to port your number during the switching process. Importantly, once your service is cancelled and the telephone number is released back to the number pool, it cannot be recovered, and you will be unable to port it to a new provider.

Consequently, subscribers intending to switch providers should request a PAC before initiating the postal cancellation process described in this guide. Alternatively, if you provide the PAC to your new provider and they initiate the porting process, this will automatically trigger cancellation of your Plusnet Mobile service once the port is complete, making separate cancellation correspondence unnecessary.

Credit file implications and payment history

Mobile phone contracts are typically reported to credit reference agencies, and your payment history with Plusnet Mobile will be reflected in your credit file. Ensuring that all final payments are made promptly and that the account is closed with no outstanding balance is essential to maintaining a positive credit history. Any missed payments or outstanding balances may be reported as defaults, which can significantly impact your credit score and ability to obtain credit in the future.

Furthermore, if early termination charges are applicable and you dispute their validity, you should nevertheless pay the charges under protest whilst pursuing your dispute through Plusnet Mobile's complaints procedure and, if necessary, through the Communications Ombudsman. Non-payment of disputed charges may still be reported to credit agencies as a default, whereas paying under protest whilst pursuing a dispute protects your credit file whilst preserving your right to seek reimbursement if your complaint is upheld.

Data protection and account information retention

Following account closure, Plusnet Mobile remains subject to data protection obligations under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. The company must retain certain account information for legitimate purposes, including compliance with legal obligations, but must not retain personal data longer than necessary. Subscribers may exercise their rights under data protection legislation, including the right to access their personal data and, in certain circumstances, the right to erasure.

Nevertheless, providers are entitled to retain information necessary for defending legal claims during the limitation period (typically six years for contract claims) and for compliance with regulatory obligations. Consequently, whilst you may request deletion of marketing preferences and cessation of promotional communications immediately upon cancellation, certain account information will necessarily be retained for the periods specified in Plusnet Mobile's data retention policy.

In conclusion, cancelling your Plusnet Mobile service through postal communication provides legal certainty, documentary evidence, and protection of your contractual rights. By following the structured approach outlined in this guide, maintaining comprehensive records, and understanding your legal position throughout the process, you can ensure that your cancellation is executed effectively and in full compliance with both contractual obligations and statutory requirements. Should disputes arise, the documented evidence created through the postal cancellation process will prove invaluable in protecting your interests and establishing your compliance with all procedural requirements.